FAQ's
Q: Can I exchange my voucher?
It's important to note that all Ritz London vouchers are non-exchangeable.
Q: Can I extend my voucher?
A: To extend your valid Ritz voucher, an administration fee of £40 applies. If you would like the voucher posted to you, an additional postage charge will apply. If you would like a new voucher box posted, a packaging and postage charge will apply. Please note that we cannot extend a voucher if it has already expired. Once a voucher has been extended, it cannot be exchanged or refunded.
Q: How many times can I extend my voucher?
A: You can only make one extension of your voucher.
Q: Can I have a refund?
A: If you have not already made a booking, we are happy to refund the cost of your voucher within the first 14 days of receipt. Upon receipt of the email, we will refund the order cost to the card initially used for the purchase. Unfortunately, we cannot refund postage and packaging charges, and expired vouchers cannot be refunded under any circumstances.
Q: What do your vouchers look like?
A: The voucher and accompanying information are presented inside a lovely voucher gift box, with an experience Ritz booklet and can be pre-printed with your personal message. All gift vouchers are sent under plain cover. The pack is designed to fit through a standard letterbox.
Q: How long will the gift pack take to be delivered?
A: Despite best efforts, some delivery services may be disrupted.
If you order before 1 p.m., we usually dispatch the UK vouchers on the same day. If you select first-class post, we give an approximate lead time of three to five working days. Orders placed after 1 p.m. are usually dispatched on the next working day. If you order before 12 (noon) and request Special Delivery (for an extra charge), it will be guaranteed to arrive on the next working day before 1 p.m. and will need to be signed for.
Kindly note that we cannot be held responsible for delays caused by Royal Mail.
Q: My order hasn't arrived. What should I do?
A: Kindly note that Royal Mail may still deliver an order up to 15 working days from despatch, so please do not call us until 15 days have elapsed. However, you must let us know no later than 21 days from your order date if your order hasn’t arrived, so we can investigate.
Q: How long will I have to use my voucher?
A: Our vouchers are valid for 12 months, and you must book and take your experience before your voucher expires.
Q: I've lost my voucher; can I have a replacement?
A: Unfortunately, we cannot issue a replacement voucher if yours has been lost, stolen, or destroyed. Your original voucher is still valid, and if it is used, we will be liable for the cost.
Q: Can I amend my order, or send it to a different address?
A: Once your order has been confirmed, we cannot change any details or the delivery address. Please check all the details carefully before confirming the order, as mistakes cannot be rectified afterwards.
Q: How do I book my reservation?
A: Your voucher pack contains everything you need to book your reservation. Experiences must be booked in advance and are always subject to availability.
To avoid disappointment, we recommend booking as early as possible to ensure that a date is available before the expiry date of your voucher. Due to its popularity, our Afternoon Tea bookings should be booked at least four months in advance. You must have booked and taken your experience before your voucher expires. We strongly recommend that you don’t make any travel, accommodation, or other arrangements until your booking has been made and you’ve received confirmation from us.
Q: Are there any restrictions on the vouchers?
A: Some vouchers restrict the days and times you can book. This information will be on your voucher. It is your responsibility to ensure you choose a voucher suitable for your intended recipient, and we will not be liable to offer a refund if you purchase a voucher. Still, its restrictions render it unsuitable for the recipient. Please see our Terms and Conditions for more information - https://theritz.wearegifted.co.uk/terms-conditions
